THANKS TO OUR AWESOME 2018 SPEAKERS

Ana Brant
Ana Brant
Director of Global Guest Experience & Innovation, Dorchester Collection (USA)
Alex Genov
Alex Genov
Head of Customer Research, Zappos (USA)
Wally Brill
Wally Brill
Head of Conversation Design Advocacy & Education, Google (USA)
Dr JT Kostman
Dr JT Kostman
AI Expert and Data Strategist, AI Symbiote (USA)
x
Creating Truly Luxurious Experiences

What is luxury? This elite term, associated with scarcity and exclusivity has become ubiquitous, with almost every major brand claiming to provide some sort of luxury product, service or experience.

Ana Brant’s strategy for turning discerning customers into loyal fans is to listen with extreme empathy and to redesign the organisation to deliver their unspoken needs and desires. Hunting for the hidden details that reveal true experience differentiation.

To do this the Dorchester Collection of hotels is breaking free of traditional CX tools for measuring performance which drive standardisation. It is harnessing the connected world of human insight and artificial intelligence to understand what customers are saying about its hotels and its competitors, in reviews and on social media, to create genuine operational value and drive strategy.

So how can your business learn from this case study;

  • Be relentless in your pursuit of disruptive insights by creating and connecting a multi-medium customer listening strategy
  • Turn your discerning customers into loyal fans by listening with extreme empathy
  • Identify touchpoints that matter. Design, craft and curate experiences around those key moments
  • Disrupt, prototype and reverse-engineer your organisation to deliver ultra-luxury experiences.

 

Three key take-away points include;

  1. Learn how to use different channels to listen to your customers
  2. Utilise CX insights to define, design, curate and craft products and experiences
  3. Use social media and small data to create moments for your customers
The Future of CX and Sales – Next Generation Technology and Innovative Practice

Innovation is a mindset driven out of questioning the status quo and the quest to find solutions that support the business to evolve, not only for the benefit of revenue generation, but for all organisations and their customers. So how do we stay relevant in a technology-centric world full of noise and promises of the next best thing?

Join industry thought-leaders as they discuss how disruptive technology will change the skill sets required for CX and sales professionals in the future – and how employer and customer expectations are changing with respect to interaction with technology.

Operationalising Luxury Experiences

In the second part of Ana’s presentation hear how they practically made the change happen. What was the impact of focusing on social media and artificial intelligence? And how did they harness the connected world of human insight and artificial intelligence to understand what customers are saying about their hotels and competitors, in reviews and on social media, to create genuine operational value and drive strategy?

  • How retrofitting the organisation delivered on customer requirements (leaving your ego at the door)
  • Adopting a systematic approach for making it happen (from creating awareness to full implementation)
  • Examine a real implementation of a social customer experience tool and how Dorchester made it happen
x
BEYOND RESEARCH SILOS: A Call for Holistic Person-Centric Research Approach in Business

Alex will introduce a new way of thinking about how companies approach understanding their users, customers, consumers, fans or followers. In short, understanding the people whose lives they affect. The new approach and mindset is applicable to companies of any size – from rebellious startups to established “captains of industry” type corporations.

This new research mindset challenges calcified assumptions about how we approach understanding customers. These assumptions are most vividly apparent in large companies whose bureaucratic structure developed through the years establishes silos and sharp boundaries between understanding people for sales and marketing purposes versus understanding people for product design and development purposes.

Once we realise that the final object of our understanding are real people with real behaviors, emotions, motivations and goals, we will recognise that our customer research must have a common business objective and a coordinated and complementary set of methods across the whole organisation.

Alex will highlight a cross-functional, cross-silo research case study from Zappos – a company that was built and operates on challenging common wisdom and the status quo.

  • Understand the person, not the “shopper” or the “user” – triangulating the results of diverse methods
  • No organisational silos when it comes to customer understanding - create a research council across the whole organisation which includes all traditional customer-facing silos
  • Use complementary research methods including market segmentation, surveys, interviews, transactional data mining, field research, etc.
  • Inform the business as a whole
  • Culture matters – foster a company culture of cooperation (versus competition); humility and customer empathy
Fireside Q&A: Getting Under the Bonnet at Zappos

Zappos are right up there with the brands most associated with world class leading Customer Experience. As leader of the research team at Zappos, Alex is in the perfect position to provide insights into what makes it so special and renowned.

In this fireside chat, Alex will examine:

  • The view Zappos take on the very latest technology such as AI and Machine Learning
  • What personalisation means to them and whether it’s good for everyone
  • How self-organisation at work has been instrumental in bringing down the walls of corporate silos
  • Why there must be a focus on understanding psychology to make good business
x
A Case for Branded Personas in Connected Devices

As speech enabled, customer contact through Alexa and The Google Assistant becomes ubiquitous and enterprises create their own voice apps and chatbots, how will they ensure brand identity and differentiation from their direct competitors?

Enterprises are coming to understand that these voice and text enabled services can be valuable new channels and a direct connection with the consumer. But when I ask Alexa to connect me to a certain fast food brand for example, I hear “Welcome to The Fast Food Company how can I help you?” in the same Alexa voice. There is no real brand extension and a poor user experience.

But there’s an opportunity and a process for delivering extraordinary, branded, A.I. driven customer experiences through these channels. Let’s discuss.

This presentation will show:

  1. The good the bad and the ugly of voice and chatbot marketing.
  2. Persona and branding for enterprise bots
  3. Steps to avoid brand disintermediation or damage
  4. The process for planning and designing next generation, A.I. driven, intelligent marketing and customer service robots

Three key take-aways

  1. Metabots like Alexa and The Google Assistant are here to stay. They require a conscious strategy for marketing, brand, and customer service. Now is the time to determine how best to use them to reach millions of customers.
  2. Persona is the “Voice of the brand.” It’s important to define it, brand it, and own it.
  3. Voice, chat and multimodal interactions engage customers, drive revenue, and reinforce the brand. But it’s all about setting expectations, appropriately, delivering quality and providing benefit.
A Conversation with Google

Everyone wants to hear from Google. As Head of Conversation Design Advocacy & Education at Google, hear in this fireside chat, why their story for marketers is important. Discuss if brands will be dis-intermediated as they engage with customers through the Meta-bots (Google Assistant, Alexa etc.) Examine how important a branded persona is, how to make one and what to watch for when deploying through bots.

x
Manipulating the Masses for Fun and Profit - NextGen CX, Sales, & Marketing

Whether your goal is to take over the world, advocate for a cause, or simply sell a product, winning the hearts and minds of multiple audiences can be the difference between a campaign’s failure and success.

While the history of persuading people to come around to one’s way of thinking dates back centuries – and includes some of the most famous people, places, and events of ancient, historical, and modern times – advances in Artificial Intelligence and Cognitive Computing have recently given us uncanny capabilities for simultaneously understanding, predicting, and influencing the actions of millions.

Join us for a provocative conversation with Dr JT Kostman as he shares insights from his experiences as Chief Data Scientist at Samsung to the CIA; from leading the social media analysis on the 2012 Obama Campaign to his time as Chief Data Officer Time Inc – and gives you a set of tools you can use (with barely any budget) to learn more about your customers – and how to influence them – than you ever could before.

CX Data Analytics: The Future Is Now!

William Gibson was right: "The future is already here; it's just not evenly distributed."

As companies of every kind continue to race to take advantage of the unprecedented efficiencies, insights, and opportunities available from Artificial Intelligence, Advanced Analytics, Data Science and Machine Learning, only those who are analytically savvy will survive – let alone thrive – professionally. In the age of Big Data, being data-savvy is no longer a nicety; it’s a necessity. Both for your company and your career.

Join us for a fun-filled, fast-paced conversation with one of the world’s leading thinkers on AI and Cognitive Computing as he takes all the scary bits out of everything you need to know to impress any geek – let alone your CEO.

So even if you’re a technophobe, mathematical misanthrope, or can’t tell a Transductive Support Vector Machine from a toaster oven… Have no fear!

We'll pull back the curtain and prove that these concepts are simpler than you might think – and easily within the reach of anyone who’s made it through High School. Your bosses – and your bank accounts – will be thrilled with the skills that we'll put you on the path to acquire.

Kshira Saagar
Kshira Saagar
Head of Data Sciences and Analytics, THE ICONIC
Heather Figallo
Heather Figallo
Sr. Director, Innovation, Design & Entrepreneurship - Southwest Airlines (USA)
Gaetan Germain
Gaetan Germain
Senior Manager – Service Design, Optus
Michael Barnes
Michael Barnes
VP, Research Director, Forrester
x
Closing the Data-Action Loop – Translating Data Beyond Insights into Action

Data collection is no longer an issue thanks to modern advances in the tech stack. However, making use of this data and translating it into action is a big issue that a lot of organisations are still grappling with.

While massive effort is exhausted in trying to translate this humungous data into insight, there is little room to further convert this insight into operational action. Kshira will explore ways in which this data-action loop can be closed leading to a real-world implementation of data-driven decision making.

  • Using the good old dashboards and visualisations to generate action rather than just insights
  • Creating a culture of discovery-driven problem solving to trove through massive datasets looking for nuggets of insights and action
  • The importance of streaming real-time analytics to enhance overall customer experience and value in the age of instant gratification
  • Partnering with and recruiting the whole organisation to be an army of data analysts and building solutions for everyone
  • Bringing abstract structure to unstructured data without the actual need for a physical structured format
x
Achieving High Touch Moments in a High-Tech World

Southwest Airlines is the largest low-cost carrier in the world. It’s also regarded by many as the most customer-focussed. Its culture and robust customer experience strategy has kept the brand flying high, raising the bar for other CEM companies around the globe.

How has Southwest Airlines ensured high touch moments for customers while growing to become a national carrier with thousands of staff and flights per day?

Heather Figallo launched the Customer Experience Team within Marketing and was the Business lead on the Customer Experience side of the CX/Ops strategy development. She was instrumental in developing the world-leading Innovation Centre – and the creation of idea flow to support Corporate Strategy. This has inspired innovative and agile thinking, directing innovation work through best practices and accelerated the work through the agility of labs.

Southwest Airlines reinforce and protect the belief that no customer or employee is overlooked. This has required a significant investment to leverage technology for mechanical transactions and human interaction.

  • The importance of having leaders who are passionate about customer centricity
  • Help operations and commercial teams see their similarities rather than differences
  • Taking baby steps – helping the underserved areas of the organisation for quick wins
  • Creating coop-etition: A world of “Hey, I want that!”
  • Southwest Airline’s plan to continue to be one of the world’s leading CX organisations
Enabling Our Employees to Deliver Astounding Customer Experiences

Southwest Airlines continues to be one of the world’s leading CX organisations, harnessing the power of innovation and agile thinking to deliver an awesome customer experience. This is because they rely and empower their employees to lend invaluable insight to customer pain points.

Southwest have their very own customer service experts whose role it is to provide amazing insights and ideas as to how the airline can elevate the customer’s experience.

Heather will explain why they have specifically identified six areas within the business where they have offered training for employees to not just be advocates for innovation, but to be innovators themselves.

A Happy Family - Does Engaged Employees Equal Great Customer Experience

Richard Branson says, “Clients do not come first. Employees come first. If you take care of your employees, they will take care of the clients.”

An increasing number of organisations are focusing on their employee experience strategy in a bid to improve customer experience. But what are the facts? And how do you ensure your employee experience in improving productivity and customer experience.

In this interactive panel session, we will include a host of HR and CX professionals to discuss the links between the teams.

How do you establish a link between happy employees = happy customers? How do you identify key factors of employee experience that impact customer experience? And how easy it is to get customer feedback and understand their expectations of the employees on the frontline?

x
How Artificial Intelligence Can Transform Customer Experience

Gartner Predicts that by 2019, 20% of brands will abandon their mobile apps for chatbots, which will power 85% of all customer interactions. Voice is the new digital revolution and will radically change how customers interact with products and services.

  • What is fuelling the rise of artificial intelligence and virtual assistants?
  • How do you invest in a platform where customers already are?
  • How will virtual assistants transform the job of CX and marketing professionals?
  • How can you prepare your organisation for the rise of artificial intelligence?
  • Successes and failures of Optus chatbot: lessons learned in implementing a branded virtual assistant
x
Mastering Customer-Centric Culture and the Employee Experience

CX leaders don’t drive customer-centric culture change as a lucky by-product of their roadmap – they invest in it. Find out what culture and Employee Experience (EX) initiatives create a tangible impact in Australian companies, and how leaders are creating customer-centric conditions so their whole ecosystem knows ‘it’s just how we do things here’.

Key topics covered include:

  • Clarifying key concepts in EX and contextualising the benefits
  • Demonstrating the business case for EX and its connection to employee engagement
  • Creating conditions for customer-centric culture and conduct
Meghan White
Meghan White
General Manager CX/UX and Design, Spark NZ
Sam Harris
Sam Harris
General Manager - Insights and Customer Experience, HESTA
Professor Paddy Upton
Professor Paddy Upton
Human Performance Expert and International Cricket Coach
Russell Schulman
Russell Schulman
Chief Marketing Officer, AUNZ, Krispy Kreme Australia & New Zealand
x
Using the Data You Have, Instead of Waiting for the Data You Want

All organisations have data but most of us are stuck dealing with piles of seemingly random reports while waiting for a ‘big data’ solution. However, this does not mean we have to wait for nirvana before we can begin to realise the value of data beyond simple transactional and operational use.

In fact, we can use this same data to derive real customer insights by simply giving the data context. This can be achieved by defining and applying customer journey and sub journeys as a unifying framework across all data types. This allows you to understand how the existing data maps to customer needs and provides the context to better understand end-to-end customer journey success or failure from transactional data. Making it easier to identify, prioritise and business case customer experience improvements.

  • Define a standard customer journey framework to create a unifying view (lens) across customers, channels and systems
  • Create ‘right path’ flows and detailed customer needs for the customer journey framework
  • Reframe the challenge as a customer behaviour change and identify the ‘best’ data source to help you frame the opportunity
  • Map the source data to the customer journey framework
  • Ideate solutions with a multidiscipline team – identify opportunities (size/prioritise) and create a hypothesis to build a business case using the source data
  • Implement the solution and use data trends to communicate success and optimise for the future
x
Use What You Have, Do What You Can: From Data to Insight

Using data to improve decision making and to more effectively personalise the customer experience is widely regarded as a competitive advantage. Yet many organisations while data rich, are insight poor. Hear how HESTA’s analytics capability went from the ground floor to the bleeding edge in under two years.

  • How HESTA’s purpose influenced how they developed their analytics strategy
  • How focusing on the needs of customers and people created value and momentum
  • How they used co-design to connect people with insight
  • Pushing the boundaries of what’s possible - augmenting human intelligence with machine learning
  • Moving beyond reporting and dashboards and plans for the future
x
Extraordinary & Enduring Cultures – How to Attract the Best and Keep Them

Ever wondered whether it’s possible to attract industry-best employees; keep them the longest; and get the best output from the rest of your people?

Paddy Upton is a world-leading expert in human performance. His work is disruptive and despite two masters’ degrees and a decade of research into traditional performance, Paddy became accustomed to “That’s interesting but it won’t work”.

But in 2009 his out-of-the-box leadership approach got the attention of a struggling Indian cricket team. In 2010 his coaching propelled the Indian team to become World Test Cricket Champions and to win the 2011 ICC World Cup. Soon afterwards Paddy helped the South African Cricket Team become the first team ever to simultaneously hold the World No. 1 ranking in all three formats of the game. Sports leadership experts began to take notice, elevating Paddy to being recognised as one of the most innovative human performance coaches in the sporting world.

In this fascinating talk, Paddy discusses how to create an extraordinary and enduring culture in your team or organisation:

  • Harness collective intelligence (wisdom of the group)
  • Learn fast and make smart decisions
  • Build confidence, focus the mind and understand positive psychology
  • Extract the value from failure (after failure, a compliment is over 3x more effective than a reprimand)

 

Paddy weaves leadership insights from his work in International cricket, including coaching the Sydney Thunder to win the 2016 Big Bash League in 2016, and his work with CEOs and senior leadership teams. He has four university degrees, is a Professor of Practice at Deakin University and has worked as a mind coach to Olympic athletes from 11 different sports.

x
Applying Digital Thinking to a Multi Channel Business by Putting the Customer First

In our multi-channel world, putting the customer at the centre of your strategy has never been more important. When each business function has different goals and a different approach to reaching them, the customer misses out, when the customer is the function then the business aligns around addressing customer needs. In this unique presentation, learn from the CMO of a record breaking brand, to understand why they adopted a new approach, changing their thinking from channel specific strategies to customer need functions.

  • Krispy Kreme’s multi-channel business with manufacturing, retail, wholesale and ecommerce
  • Our previous, traditional approach to each channel
  • Our new approach, changing our thinking from channel specific strategies to customer need functions
  • Applying digital thinking to a multi-channel business
  • Using data for insights, but not specifically for decision making
  • Restructuring for success and changing the culture accordingly

 

Three key take-aways;

  1. Applying digital thinking to the real world to create unique and measurable consumer experiences
  2. Changing your business culture to adapt to the modern customer
  3. How you can embrace innovation and digital… they are not titles but ways of thinking
Anouche Newman
Anouche Newman
CEO, Customer Service Institute of Australia (CSIA)
Robert Glennon
Robert Glennon
Group Director Customer Experience, MyRepublic
Rod Moynihan
Rod Moynihan
Director of Sales ANZ, Zendesk
Paul Swain
Paul Swain
Group Head of HR, Dymocks Group
x
A Customer-Focused Mindset – Applying the International Customer Service Standard

The International Customer Service Standard (ICSS: 2015-2020) is a practical framework that helps organisations understand if they are keeping customers at the heart of all they do. The ICSS certification program involves assessment against 27 attributes and across four different perspectives.

Taking this whole-of-organisation view will challenge your thinking as to whether authentic customer focus resides in all decision making. Hear from Australian companies who have applied the ICSS to support their customer experience programs.

  • Understand the four ICSS perspectives and how they ensure customer focus
  • Learn how the ICSS, as a flexible framework, applies to private, NFP and government sectors
  • Understand how the ICSS can support both organisations and individuals in driving customer service excellence
  • Hear from CX/CS managers who have led their organisations in achieving certification against the ICSS
  • Understand how the ICSS certification program can support the identification of opportunities for an increased customer focus within your organisation
x
Achieving Strategic CX Change

Most organisations who have succeeded in delivering a truly consistent and different Customer Experience have done so by mobilising a major internal CX program with a strategic call to action. In this presentation, Rob Glennon, a CX veteran with fifteen years of CX strategy experience with some of the world’s largest telco brands (O2, Vodafone and Telefonica) will share best practice on how to create an end-to-end CX strategy and how to bring it to life across every team in the organisation.

  • Why CX is a strategic objective, and what that means
  • How to create a fresh CX strategy with a bold rallying cry
  • Why culture is the key enabler to CX success
  • Embedding Human Centred Design into your CX
  • How to bring a CX strategy to life
  • 5 big key CX lessons (from mistakes I’ve made and seen) and big changes coming our way
x
Machine Learning and AI: Your New Weapons in the Omnichannel World

AI and Machine Learning can be powerful tools for organisations looking to innovate and personalise customer experiences without increasing costs. In this roundtable session, get practical tips and hear real world examples of how organisations are taking advantage of AI and Machine Learning to scale and take their omnichannel CX to the next level.

x
Successful Employee and Customer Experience at Dymocks

Customer experience is directly linked to the employee experience. It is no coincidence that businesses who have highly engaged and satisfied employees have highly engaged customers.

  • How engaged employees improve the customer experience at Dymocks
  • Tapping into the four enablers of employee engagement
  • What managers can do to increase engagement following the session

 

Key take-away points include;

  1. Understanding the link between employee engagement and customer experience
  2. Knowledge of the four key enablers of employee engagement
  3. Practical examples of what managers can do to increase employee engagement to improve the customer experience
Franca Venetico
Franca Venetico
Director Customer Experience Transformation, Medibank
Michelle Dixon
Michelle Dixon
CEO, Maddocks
Brad Howarth
Brad Howarth
Journalist and Commentator
Graham Hawkins
Graham Hawkins
Founder & CEO, SalesTribe
x
Medibank: Evolving from a CX Measurement Framework into a High-Value CX Management Program

Is your CX management capability delivering tangible business results? How is it being utilised across your frontline teams? How does an increase in NPS correlate to dollars and cents? Leveraging an insight to action framework to drive a customer centric culture is a game changer when it comes to developing a high value customer experience management capability.

Join Franca Venetico, General Manager, Customer Experience Transformation, for an exclusive under-the-hood look at how Medibank have been transforming the customer experience and established Service NPS as a lead indicator of customer retention. Spend time diving into some of the lessons learned along the way, including:

  • Establishing the case for CX investment
  • Creating a culture of customer obsession
  • Identifying and measuring customer pain points and impact of remedies
  • The role of customer journey maps
  • Democratising insights across the organisation
  • Frontline engagement with CX initiatives
x
The CEO View of Customer Experience

What do CEOs expect to hear from you as CX leaders? How do you get your CEO’s attention? When it comes to customer-focused strategy, what is the view from the top?

These are just some of the questions we will examine in this interactive panel session. Shedding some light on how today’s leaders view customer experience. The CEO perspective – knowing what’s important to chief executives – is valuable intelligence to help CX professionals align their work with the strategies employed by the C-suite.

This panel will help you determine how they can be more effective in engaging their CEOs, ensure CX initiatives are relevant to the C-suite, and how those directing the customer experience initiatives can elevate their role by having an even greater impact on the bottom line.

x
The CEO View of Customer Experience

What do CEOs expect to hear from you as CX leaders? How do you get your CEO’s attention? When it comes to customer-focused strategy, what is the view from the top?

These are just some of the questions we will examine in this interactive panel session. Shedding some light on how today’s leaders view customer experience. The CEO perspective – knowing what’s important to chief executives – is valuable intelligence to help CX professionals align their work with the strategies employed by the C-suite.

This panel will help you determine how they can be more effective in engaging their CEOs, ensure CX initiatives are relevant to the C-suite, and how those directing the customer experience initiatives can elevate their role by having an even greater impact on the bottom line.

A Happy Family - Does Engaged Employees Equal Great Customer Experience

Richard Branson says, “Clients do not come first. Employees come first. If you take care of your employees, they will take care of the clients.”

An increasing number of organisations are focusing on their employee experience strategy in a bid to improve customer experience. But what are the facts? And how do you ensure your employee experience in improving productivity and customer experience.

In this interactive panel session, we will include a host of HR and CX professionals to discuss the links between the teams.

How do you establish a link between happy employees = happy customers? How do you identify key factors of employee experience that impact customer experience? And how easy it is to get customer feedback and understand their expectations of the employees on the frontline?

Fireside Q&A: Getting Under the Bonnet at Zappos

Zappos are right up there with the brands most associated with world class leading Customer Experience. As leader of the research team at Zappos, Alex is in the perfect position to provide insights into what makes it so special and renowned.

In this fireside chat, Alex will examine:

  • The view Zappos take on the very latest technology such as AI and Machine Learning
  • What personalisation means to them and whether it’s good for everyone
  • How self-organisation at work has been instrumental in bringing down the walls of corporate silos
  • Why there must be a focus on understanding psychology to make good business
The Future of CX and Sales – Next Generation Technology and Innovative Practice

Innovation is a mindset driven out of questioning the status quo and the quest to find solutions that support the business to evolve, not only for the benefit of revenue generation, but for all organisations and their customers. So how do we stay relevant in a technology-centric world full of noise and promises of the next best thing?

Join industry thought-leaders as they discuss how disruptive technology will change the skill sets required for CX and sales professionals in the future – and how employer and customer expectations are changing with respect to interaction with technology.

x
Customer Success in 2018!!

In 2018, buyers demand to be taken on a long term journey with their suppliers, and this increasing focus on Lifetime Customer Value is now changing the game for vendors, and the way they ‘structure’ and execute their sales strategies.

Increased competition, combined with risk averse buying committees, means that vendors are now grappling with more and more sales opportunities ending in ‘no decision’ and this has a serious impact on conversion ratios, leading to higher CoCA, and lower margin per sale.

Thus, vendors must now urgently find the right balance between CoCA whilst ensuring that LCV is maintained to create that all important buyer advocacy. Anything less than a truly delightful CX will no longer be tolerated, and will soon begin impacting your bottom line.

In this new ‘as-a-service’ world, circa 70% of revenues are now being derived in the Customer Success department (according to Totango 2017) meaning that sales is now really only generating 30%. This new reality completely changes what constitutes a successful sales execution model.

This panel session will discuss this important shift, and explore the options now facing vendors.

Jason Bradshaw
Jason Bradshaw
Director Customer Experience, Volkswagen
Andrew McGuigan
Andrew McGuigan
CEO, Krispy Kreme
Eric Morris
Eric Morris
CEO, The PAS Group
Scott Downing
Scott Downing
Chief Customer Officer, Rockend
x
Deliver Success, Effort and Emotion While Leveraging AI

With the continual pressure to reduce cost while enhancing customer experience, new technologies like Artificial Intelligence (AI) will undoubtedly be under consideration. In this session, we will explore how AI can be leveraged to ensure that you continue to deliver across these three key customer touch points: Success, Effort and Emotion.

x
The CEO View of Customer Experience

What do CEOs expect to hear from you as CX leaders? How do you get your CEO’s attention? When it comes to customer-focused strategy, what is the view from the top?

These are just some of the questions we will examine in this interactive panel session. Shedding some light on how today’s leaders view customer experience. The CEO perspective – knowing what’s important to chief executives – is valuable intelligence to help CX professionals align their work with the strategies employed by the C-suite.

This panel will help you determine how they can be more effective in engaging their CEOs, ensure CX initiatives are relevant to the C-suite, and how those directing the customer experience initiatives can elevate their role by having an even greater impact on the bottom line.

x
The CEO View of Customer Experience

What do CEOs expect to hear from you as CX leaders? How do you get your CEO’s attention? When it comes to customer-focused strategy, what is the view from the top?

These are just some of the questions we will examine in this interactive panel session. Shedding some light on how today’s leaders view customer experience. The CEO perspective – knowing what’s important to chief executives – is valuable intelligence to help CX professionals align their work with the strategies employed by the C-suite.

This panel will help you determine how they can be more effective in engaging their CEOs, ensure CX initiatives are relevant to the C-suite, and how those directing the customer experience initiatives can elevate their role by having an even greater impact on the bottom line.

x
Implementing a Solid CX Program – Taking Action on the Right Measures, Not Chasing the Number

Most organisations can implement customer improvement programs and create a CX Strategy. But how do we know we are doing the right thing?

In this session Scott will share his insights across several organisations on how to do this, the importance of having a clear method of redesign and how to ensure that you are measuring and focusing on the right numbers.

  • A model for continual improvement
  • An understanding of the different types of NPS; their use and how to embed them into your way of working
  • What data should we use and why?
  • How to show the economic impacts of your continual improvement work
d'Artagnan Kennedy
d'Artagnan Kennedy
Continuous Improvement Specialist People Support, The Warehouse Group (NZ)
Greg Cross
Greg Cross
Co-Founder/Chief Business Officer, Soul Machines (NZ)
Tony Hillson CCXP
Tony Hillson CCXP
Customer Experience Consultant and Design Director, CuriousHumans.Co
Peter Harris
Peter Harris
EVP and Managing Director, Asia Pacific, Vision Critical
x
Great Service Starts Inside - How the Warehouse Group Built and Scaled a Service Culture

The Warehouse Group is New Zealand's largest and most-loved retailer. What started off as a small, no-frills retailer bringing great bargains to New Zealanders in 1982, is now a NZ$ 3 Billion retail behemoth with over 12,000 employees and millions of happy customers.

Aligning the entire organisation towards delivering what customers love is easier said than done, especially when integrating not 1 or 2 but 6 retail chains. You will hear why it’s important to recognise your first customer, be careful about what you measure and value, and always start with the end in mind.

  1. Valuing what's important to the customer
  2. Planning for a cultural change
  3. Taking smaller steps every time
  4. Measuring progress regularly
x
Humanising AI: Transforming Computer Human Interactions

When we, as human beings interact face-to-face, it's based on both intellectual and emotional engagement. It's in our DNA. It's something we do naturally. What if machines could do this with us as well?

With their unprecedented level of intelligence and natural expressions, Soul Machines’ life-like Digital Humans can connect with us in a much more human way. By analysing reactions and learning in real-time they not only recognise emotional expressions but respond appropriately and interactively.

In this short, explosive session, hear how Soul Machines is putting a face on AI to transform Customer Experience and Service.

x
Interactive Discussions

In these small intimate sessions, delve to the very heart of the issues you are facing today. Featuring input from the world’s leading technology providers, these relaxed discussion groups will enable you to sharpen and refine ideas, share insights and learn from the lessons, approaches and experiences of your fellow attendees.

Facilitated by leading independent practitioners, we’ll have real and honest conversations about what worked and what didn’t, providing real world examples to call upon.

x
Uncovering the Value of Insight-Driven Business

There is a profound delta between companies that identify as insight-driven and those that are. To be truly insight-driven, companies need to develop an ongoing authentic understanding of customers as they evolve over time and take action on delivering genuine value to the end-consumer. Join this session to uncover how a relationship-based approach to gathering insight is what’s needed to change your DNA and succeed as an insight-driven brand.

Clarissa Keil
Clarissa Keil
Founder and Managing Director, Two Griffins
Sreelesh Pillai
Sreelesh Pillai
General Manager - Freshworks Australia
Robin Meijer
Robin Meijer
Senior Customer Success Manager Asia-Pacific, Usabilla
Kiri Burgess
Kiri Burgess
Head of Customer Insights, Foxtel
x
Interactive Discussions

In these small intimate sessions, delve to the very heart of the issues you are facing today. Featuring input from the world’s leading technology providers, these relaxed discussion groups will enable you to sharpen and refine ideas, share insights and learn from the lessons, approaches and experiences of your fellow attendees.

Facilitated by leading independent practitioners, we’ll have real and honest conversations about what worked and what didn’t, providing real world examples to call upon.

x
Putting the Omnichannel Order into Action - Strategies & Best Practices

As customer expectations rise and digital channels expand, many organisations face the challenge of delivering end-to-end, seamless customer experiences across all channels. Often back-office systems are not integrated and ‘stitched together’ to deliver services to customers. A fully integrated response to these new requirements will need to be both customer-centric and omnichannel in nature.

Join Sreelesh & Simon in this interactive workshop as they share real-world insights, strategies and best practices for easy-to-use interfaces, automated back-office processes, and integrated channels, thus giving you more time to deliver seamless, consistent and personalised customer experiences.

x
Building an Effective Voice of Customer Strategy for Your Organisation

Even though a lot of companies have some sort of VoC program, only 33% of CX professionals say that their VoC is effective at driving action to improve customer experience. Furthermore, only 14% of companies state that their current strategy is effective at delivering financial results.

In this session, we discuss the common struggles with setting up a VoC strategy and give advice on how you can turn user feedback data into actionable insights for your organisation, and how this positively impacts ROI.

x
Building CX Momentum and Maintaining a Growth Trajectory
  • How do you start and then keep a CX program going?
  • Where is your program in the adoption/evolution curve (i.e. start, going with momentum, going but stalled, stopped)
  • What are the key challenges?
  • What are some key ways others have overcome challenges like these?
  • What have others done to build success at each phase?
  • What are some of the things that can derail/slow or stop momentum (watch points)
  • What can you do to avoid those, or overcome those
Simon Lindsay
Simon Lindsay
Managing Director, Progressive Direct Insurance
Paul Harapin
Paul Harapin
Senior Vice President and General Manager, Domo
Dan Ross
Dan Ross
Managing Director, Optimizely ANZ
Prashanth Veeravalli Krishnaswami
Prashanth Veeravalli Krishnaswami
Senior Product Marketing Manager, ZOHO
x
Putting the Omnichannel Order into Action - Strategies & Best Practices

As customer expectations rise and digital channels expand, many organisations face the challenge of delivering end-to-end, seamless customer experiences across all channels. Often back-office systems are not integrated and ‘stitched together’ to deliver services to customers. A fully integrated response to these new requirements will need to be both customer-centric and omnichannel in nature.

Join Sreelesh & Simon in this interactive workshop as they share real-world insights, strategies and best practices for easy-to-use interfaces, automated back-office processes, and integrated channels, thus giving you more time to deliver seamless, consistent and personalised customer experiences.

x
The Future of CX and Sales – Next Generation Technology and Innovative Practice

Innovation is a mindset driven out of questioning the status quo and the quest to find solutions that support the business to evolve, not only for the benefit of revenue generation, but for all organisations and their customers. So how do we stay relevant in a technology-centric world full of noise and promises of the next best thing?

Join industry thought-leaders as they discuss how disruptive technology will change the skill sets required for CX and sales professionals in the future – and how employer and customer expectations are changing with respect to interaction with technology.

x
How to Rapidly Adapt to Customer Behaviour

The worlds best CX companies and their teams all share a common characteristic - the ability to quickly read, analyse, and adapt to their customers' desires, feedback and behaviour.

Unfortunately adopting a 'follow the data" approach to customer experience still remains elusive for most Australian companies.

In fact, the inaugural "Analytics Impact Index" found that Australian organisations scored poorly in the major areas measured including their approach to using data in the business, their tolerance of risk-taking when it came to experimenting with data and their recruitment and training of data specialists.

Join Dan Ross as he discusses real-world experience in helping organisations build better customer experiences in a rapidly changing environment.

Key Discussion Points

  • How to minimise or mitigate risk of change
  • How to test new ideas and ways of working
  • Hard lessons learned - when your hypothesis turned out to be wrong
  • How to get senior leaders on board with a more iterative approach
  • The role technologies play in helping businesses listen and respond to customer signals
x
Inside Out - Creating Customer-Centric Service Habits

At the strategic level, companies strive to be customer-centric. But does that translate into measurable results at the day-to-day level? In this interactive roundtable discussion, we will explore ten aspects of customer-centricity and how your business can approach each of these. As a participant, you will leave this session with a handful of ideas to implement towards becoming more customer-centric.

David Blakers
David Blakers
Managing Director, MaritzCX
Paul Baptist
Paul Baptist
Senior Director, Solution Engineering, Salesforce
Scott McMillan
Scott McMillan
Advisory Principal, ServiceNow
Phoebe Smith
Phoebe Smith
Yoga & Meditation Instructor
x
The Future of CX and Sales – Next Generation Technology and Innovative Practice

Innovation is a mindset driven out of questioning the status quo and the quest to find solutions that support the business to evolve, not only for the benefit of revenue generation, but for all organisations and their customers. So how do we stay relevant in a technology-centric world full of noise and promises of the next best thing?

Join industry thought-leaders as they discuss how disruptive technology will change the skill sets required for CX and sales professionals in the future – and how employer and customer expectations are changing with respect to interaction with technology.

x
The Future of CX and Sales – Next Generation Technology and Innovative Practice

Innovation is a mindset driven out of questioning the status quo and the quest to find solutions that support the business to evolve, not only for the benefit of revenue generation, but for all organisations and their customers. So how do we stay relevant in a technology-centric world full of noise and promises of the next best thing?

Join industry thought-leaders as they discuss how disruptive technology will change the skill sets required for CX and sales professionals in the future – and how employer and customer expectations are changing with respect to interaction with technology.

x
How to Assess Your Customer Service Maturity

Is your customer service strategy future-proof? Today, customers have more choices: more products to choose from and more devices and channels over which to seek customer service. What they don't have is patience - and customers leave you if their experiences are not in line with expectations. Join us for this interactive workshop, developed by Forrester, to help benchmark your operations against customer service best practices. The results will help you prioritise your digital transformation strategy, processes and technologies for loyalty-creating customer experiences.

x
Join the Yoga Flow

An energising morning yoga practice can work as a natural stimulant to set you up for a productive day.

This class is designed for 'every body’ so let’s wake up and do something positive for your body! Come practise this morning yoga flow to get the juices flowing! Energise your body and mind, stimulating the nervous system, releasing tension and boosting circulation to alleviate sluggishness in the brain and body.

You’ll see how it sets the tone for the day ahead. Get your workout in early, connect to your breath, be mindful and find what feels good. Workout attire is preferable, showers in the gym are available. Other equipment is not required. LIMITED places available – to book your place simply email ian.collier@theeventfulgroup.com

Tomas Jajesnica
Tomas Jajesnica
Chief Meditation Officer, www.MrMeditate.com
x
Meditation in the Workplace: A Practical Guide

If you are interested in finding out about or improving your meditation practise, this relaxed session will be ideal for you.

Whilst at the core of every business lies the intention to positively affect people’s lives, there is a systematic failure of this purpose at the most basic, internal level (of employee). Stress alone is costing Australian business over $10b annually. Not to mention the detrimental effects of disengagement, poor culture and ineffective leadership. Having delivered successful programs to Australia’s leading businesses, Tomas takes an evidence-based, integrative approach to addressing this problem.

  • Identify the problem and the impact on the workplace (5 mins)
  • Address meditation and mindfulness as a solution, using personal examples (5 mins)
  • Instruct how to meditate - basic overview (5 mins)
  • Guide participants through a meditation (20 – 25 mins)
  • Teach a simple breathing exercise to use in times of pressure/stress (5 mins)

Quicklinks


Innovation & Tech Fest Series


The Eventful Group


Date
July, 2019

© Copyright 2017, All Rights Reserved

Stay Connected #cxtechfest#CXTechFest